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GGUS – CERN SNOW (Service Now) interface 2 nd update

GGUS – CERN SNOW (Service Now) interface 2 nd update. For T1SCM http://indico.cern.ch/conferenceDisplay.py?confId=126076 2011/02/10. Events since last update I. Presentation given to the CERN IT Service Managers now working in PRMS on 2011/01/25. Slides HERE .

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GGUS – CERN SNOW (Service Now) interface 2 nd update

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  1. GGUS – CERN SNOW (Service Now) interface 2nd update For T1SCM http://indico.cern.ch/conferenceDisplay.py?confId=126076 2011/02/10

  2. Events since last update I • Presentation given to the CERN IT Service Managers now working in PRMS on 2011/01/25. Slides HERE. • GGUS wrapper mapping to SNOW fields was ready on 2011/02/01. • CERN IT testers, mostly ES and PES started creating GGUS test tickets to SNOW dev on 2011/02/02. Not very useful because: • Most testers couldn’t login the SNOW dev instance. • The SNOW-to-GGUS direction needs some work (?)

  3. Events since last update II • GGUS web service call end point changed to the SNOW test instance on 2011/02/07 where access for all via CERN SSO. Tests stalled on SNOW team request, due to internal upgrade and bug fixing. • Testers asked to resume tests on 2011/02/09 (see here who got the info!) • Remaining questions: • If SNOW production date remains 2011/02/15 we don’t have enough testing time for the SNOW-to-GGUS updates and ticket re-assignments in both systems. • What happens to the open GGUS-PRMS tickets?

  4. Workflow reminder • The new CERN Service Desk (1st Line Support) receiving a incident in SNOW will be asking the submitter to open a GGUS ticket for all Grid services (IT ES and GT groups’ entries in the Service Catalog). • GGUS tickets will be entering SNOW automatically for Support Units (SU): • ROC_CERN • Elog-operations • Several, in the area of 3rd line middleware support and monitoring (names in savannah:118650)

  5. Why we expect no loop … but we should be testing with SNOW 1st and 2nd Line Support people involved! • Because for the GGUS SUs entering SNOW the Service Desk is NOT involved. • Such tickets go: • For ROC_CERN to “CERN GRID 2nd Line Support”, (today’s CERN SerCO helpdesk, who do the same triage now in PRMS). • For middleware, monitoring, elog, directly to the SNOW FEs which contain the real supporters’ e-groups behind.

  6. The slides that follow were presented to the CERN Service Managers on 2011/01/25. Also available on https://twiki.cern.ch/twiki/pub/LCG/VoUserSupport/GGUS-SNOW-20110125.pdf

  7. Why we need this interface • When a GGUS ticket is assigned to SU ROC_CERN, a ticket in the CERN ticketing system is automatically created. • So far, this system is Remedy PRMS. • CERN decided to migrate from PRMS to Service Now (SNOW). • WLCG, GGUS and SNOW developers are working on the new interface between the two systems. • Current due day of SNOW introduction: 2011/02/15.

  8. GGUS tickets concerned in detail: • The submitter or the GGUS TPM gave the field ‘Notif[y|ied] Site:’ value: CERN-PROD. • The submitter or the GGUS TPM gave the field ‘Assign to ROC/NGI |Responsible Unit’ value: ROC_CERN. • These can be USER, TEAM or ALARM tickets.

  9. GGUS-PRMS vs GGUS-SNOW • Today, when a GGUS ticket is assigned to ROC_CERN, the CERN Remedy ticket created via automatic mail feed. The ‘token’ is the address prms-rmf@sunar01.cern.ch. A member of today’s CERN helpdesk assigns it to the right PRMS Category, Type, Item. • In the SNOW era, such GGUS tickets will cause a web service call to SNOW. The ‘Assignment Group’ it-contract-generic@cern.ch behind SNOW FE ‘CERN Grid 2nd Line Support’ will dispatch to the SNOW FEs containing the right Service Managers.

  10. What we are doing • Matching the GGUS Support Unit (SU) ROC_CERN to SNOW FE ‘CERN Grid 2nd Line Support’, the ‘entry point’ for dispatching Grid-related incidents to the CERN IT services [savannah:118651] • Developing a GGUS wrapper to match SNOW fields when placing a web service call. [savannah:118062] • Including CERN-based GGUS SUs for 3rd level Middleware support in SNOW. CERN Service managers are not part of these SUs [savannah:118650]. Details are not part of this presentation.

  11. GGUS – SNOW Field Map I

  12. GGUS – SNOW Field Map II

  13. Submitter: ALARMer in VOM(R)S  GGUS IT/ES/VOS

  14. Submitter: TEAMer in VOM(R)SGGUS IT/ES/VOS

  15. Submitter: Any user

  16. Where to report problems • This development is complex and challenging. • There will be more GGUS fields mapped to SNOW than there used to be in PRMS! • We are doing our best to make this migration smooth. • Please report any problems at the daily WLCG meeting or, preferably, open a GGUS ticket to be assigned to the GGUS SU. • Thank You!

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